Archive for April, 2007
The Developing New Services [PDF 985K] presentation I linked to yesterday deserves a post of its own. Rae and Ogilvie make a pretty good case for service design and provide some other great examples to check out.
Enterprise, Starbucks, Progressive, OnStar, Netflix and Acela.
Steve Portigal posted about his recent experience with Budget Rent A Car in Providence. Lots of examples of what not to do from a service design perspective. Peter Merholz also had a run-in with Budget a while back. He ended up asking if anyone actually likes renting a car.
I think so. My favorite rental company [...]
Came across an inspiring interview (with a grandiose title) from 2006 over at the NextDesign Leadership Institute with Chris Downs of Live|Work and Gill Wildman of Plot. Lots of good stuff but this was especially nice:
One of the reasons why designers don’t often get to work in this area is that by the current nature [...]
I’ve used HR Block’s online tax service for the past ten years. It works pretty well for simple tax forms. They just import my information from year to year and I fill in any details that change. I deal with a single touchpoint for a couple hours per year. It’s turnkey.
But this year I decided [...]
